Remote support software is used by IT troubleshooting experts to directly access customers’ computer systems to resolve their issues. The app allows agents to view the system and screen info, and to transfer files. Features of this software include customizable polls, support portals, CRM integration, screen sharing, skills-based routing, and chat support.Show more Agents can send a custom link, email, or website address and request customers to join a remote session. They can then access the customer’s system and troubleshoot the issue. Support reps can also install patches and updates on the remote computer. Leading vendors offer remote support solutions that enable users to access computers using mobile devices. You can start your research for the perfect software by browsing the top-ranking platforms in this category, including our current front-runner ScreenConnect.Show less
In order to develop this ranking of best Remote Support Software we have analyzed 133 various applications currently available on the market, analyzing their features, ease-of-use, customer service, available integrations and mobile support using our exclusive SmartScoreTM rating algorithm. This ranking has been created by Nestor Gilbert, our software expert responsible for the Remote Support Software category.
CloudRank™ system is a unique algorithm that our research team uses to evaluate Remote Support Software solutions in a detailed and accurate way. The Summer 2022 edition of the ranking was prepared by Jenny Chang, our leading expert in the field of Remote Support Software, who has authored 1380+ product reviews in this category. The goal of CloudRank™ is to present an unbiased, multi-layered perspective on Remote Support Software, considering a wide range of metrics and factors, and educating potentiala customers about both opportunities and challenges associated with each piece of software.
In order to achieve full objectivity the position in our CloudRank™ is based on:
We’ve calculated a score for each product based on the average experience shared by our users in their product reviews and arranged the list in three tiers. You can see the methodology below on how the calculations were made.
Regardless of their tier, all products included in our CloudRank™ are popular, quality products considered top-performers by our team of experts. Make sure you read a more detailed review of each solution to find one that will work best for your specific needs and budget.
Show lessMARKET POSITION
A score between 1 and 10 based on popularity and market reach of each product.
TOTAL score
A score between 1 and 10 based on the average of our Expert Score and User Score.
Market Position
A score between 1 and 10 based on popularity and market reach of each product.
Total Score
A score between 1 and 10 based on the average of our Expert Score and User Score.
CloudRank™ tier
Based on product's total score.
Rising Star
Contender
Front Runners
Here is a list of all 25 Remote Support Software solutions evaluated with our CloudRank™ analysis. We have compared their features, user satisfaction, market presence and other key factors in an in-depth analysis you can find below:
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Our report covered 25 most popular products from the Remote Support Software category. We’ve analyzed their features, performance, integration, customer support, pricing, and several other key buying factors and combined it with feedback from user reviews to come up with the current list of best solutions:
Zendesk is a top-tier remote support software platform known for being highly customizable and its great depth of features. Launched in Copenhagen in 2007, it quickly became a leading remote support solution with now over 150,000 paid customer accounts. Headquartered in San Francisco, California, it is powered by more than 3,000 global employees.
The platform is used by other top companies such as Uber, Slack, and TESCO. It is known for its sophisticated features that meet complex needs while also being simple enough to use almost immediately. It also has many use cases and is not only limited to remote support, including sales CRM and internal help desk.
Zendesk modules include a smart ticketing system that comes with automatic skills-based routing. It centralizes everything related to support services. Thus, agents get a unified source to look at customer interaction history. It is also fitted with a top-class analytics and reporting module that helps users generate actionable insights fast.
On August 25, 2020, the company announced that they are launching sophisticated real-time analytics called Explore Enterprise. This feature enables companies to react quickly to changing needs. This is due to the fact that global ticket volume reached record highs at 16% over the pre-pandemic rate.
Its open API architecture also extends the capabilities of Zendesk. It can coexist with other programs in one digital environment. These include support applications like TeamViewer and Watchman Monitoring. Of course, there are also other available apps built by Zendesk like Time Tracking and Project Management.
Most users of Remote Support Software solutions confirm that in most cases these tools allow them to reach the following business goals:
The Summer 2022 version of the report includes a total of 25 Remote Support Software products that were compared and analyzed by our team. We selected them based on the following factors:
More Powerful Analytics
In today’s world, companies cannot afford not to be agile. This entails high-visibility of customer data that can be processed to generate actionable insights. This is where analytics come into play. With the rising demand for such capability, it is expected that native remote support analytics modules will vastly improve over the years. This will enable support teams to be proactive and provide preemptive remediation.
Improved Quality of Decisions
82%Enhanced Planning and Forecasting
76%Consistent Data Across the Enterprise
73%Increased Speed, Simplicity, and Ease of Use
68%Increased Operational Efficiency
67%Source: Harvard Business Review 2017
Designed bySmarter AI and Machine Learning
The trend towards better analytics engines requires smarter AI and machine learning. AI will play a larger role in the coming years in data manipulation, interpretation, and even with action recommendation. Technologies such as face detection for advanced data privacy would be available for coworkers who don’t want to appear on screen while a support session is happening.
5G and Internet of Things
Hardware and software discovery is essential to remote support administration. With the promise of a faster 5G connection, data collection and communication between devices will greatly improve. This sets the stage for faster remote support administration, issue monitoring, and resolution. Plus, programs will have more efficient integrations.
Faster Data Transfer Speeds
%Higher Definition Video Content
%Consistent and Better Quality Video Streaming
%Better and Faster Connectivity for Wearables
%Fewer or No Dropped Calls
%Source: Verizon Media The 5G Revolution Study
Designed byCustomer-Centricity
In the age of “me,” consumers increasingly demand personalized attention and support. They expect companies to go the extra mile and want everything on-demand. Thanks to the emergence of technologies providing data-driven intelligence, this customer demand will be better served. Support administration would be way less impersonal in the coming years.
Nowadays, effective connection with customers means everything but time-consuming face-to-face communication. The existence of remote support tools compensates the presence of an experienced consultant, enabling him to take care of your business online, regardless of his geographical location.
Supporting a variety of clients via conventional on-site visits is no longer an efficient model, as every IT consultant out there can confirm. Both clients and consultants are fond of facilitating circumstances, which reduce the time, effort, money, and other backbones of effective communication, which tells us that we’re discussing one of the cornerstones of today’s profitable business. Still, how are you supposed to do informed comparisons to choose the best remote support software programs for small business or enterprises? Going through our buyer’s guide is a great way to start.
A good course of action is to sign up for at least a few free trials or demo and basic unpaid plans from popular remote support software providers. With that method you will have the opportunity to test the important elements and you will get a good comparison of the capabilities of each app. The best thing to do is to try the list of platforms that currently have the highest SmartScore rankings and Customer Satisfaction Rating in our remote support software reviews: Zoho Assist reviews, TeamViewer (a free version for personal usage), SWAG, DeskRoll, GoToAssist, and MAXfocus RemoteManagement.
Remote support software can be useful to any business, depending on the scope and complexity of the projects they’re implementing, and most of all the number of customers they ought to serve. These are some of the scenarios in which the best remote support tools can be really helpful:
Individuals like freelance professionals and IT consultants can use remote support platforms to track issues, clients, and even perform remote access on a given device. Some free tools out there are also great for smaller businesses. For instance, you are assisting a not-so-tech-savvy employee to troubleshoot his computer. Instead of walking him through the steps, you can access his device remotely and do it for him.
Remote access, as one could guess from the name, is supposed to provide access technology solutions for companies to cut costs and improve productivity at the same time. Still, there are many things to consider before making a purchase, and one of them is to choose the right type of remote support software for your company:
Remote software suppliers are quite advanced in synchronizing customer feedback with their development goals, which results in a dream-like feature list. These systems are so robust that you should compromise on nothing but the best, namely to look for a system which contains all of the following features:
Bringing sanity back on the daily schedule of your hard-pressed IT team is never a bad idea. Contentment, however, is not the only benefit of using an advanced remote support system. Here are the rest of them:
Price is an important aspect to consider when choosing the right software tool for you. For many operations, it is the most important factor to consider. And, pricing in today’s software market usually depends on payment schemes made available. Here are the most common ones.
When choosing a remote support software solution, you really have to find the best fit for your operational requirements. Many businesses, unfortunately, go for platforms with all the bells and whistles, thinking they’re the best possible solutions on the market. The problem is, they often end up using just a fraction of these tools’ features. That said, what you think as the best platform might not necessarily be the best fit for you. So, this is something to consider.
Lastly, you should mind the bottom line. And, that is getting ROI for your software adoption troubles. Moreover, you should consider that adoption doesn’t stop at purchasing the platform. It continues throughout your training process to your daily operational use. Thus, you need to find a way to measure and monitor the rate of ROI, considering all the types of resources being invested, from money to time and other technical dependencies like hardware and depreciation costs.
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To select an appropriate SaaS provider you need to consider vital criteria such as privacy and security, support and service, and transparency.
Find out if the provider can be trusted with data security and privacy. Do they have processes in place to protect your confidential information and data? Find about the security processes they use. This is an important element of a SaaS solution that cannot be over-emphasized.
It is crucial that the provider provides reliable support to resolve any issues quickly. Ask your potential providers the following questions: Do they provide consulting and training services to assist your staff members to utilize the solution competently? Do they have an online support center that has helpful articles and training resources? What channels of support do they provide? Do they track concerns till they are resolved? Is customer satisfaction measured?
Does the SaaS provider conduct their business in a transparent and open manner? You can find out by requesting them for references you can contact. Talk to existing customers of the system to know about the quality of service offered. Does the vendor make public the algorithms they employ in the software? Ask these questions to find a SaaS vendor whom you can trust with your sensitive customer and business data.
The best remote support software is Zendesk. It is hailed for being a free-range support system as it can be used to engaged customers via any channel they like. This enables businesses to have a consistent brand experience even if they are on the go. Key features include screencasting, ticket management, automations, and seamless integrations with other systems.
Zendesk provides its users with multi-channel support capabilities for omnichannel CRM, support, and sales. This includes modules to help you keep in contact with your customer base from email and phone to website chat and social media.
With Zendesk, your team will be able to centralize support processes and collaborate easily.
There are many benefits of remote support software adoption. Here are the most common ones below:
There are different types of remote support software. So, the specific features you’d get depends on which type you are using. However, there are general features that a good remote support tool must possess. Below are the common features of remote support software:
Most remote support software solutions are quite easy to use. They are designed to have intuitive controls so that support staff can concentrate on providing quality support instead of managing the application. However, some go above and beyond when it comes to ease-of-use. Here are three of the easiest remote support software tools to use today.
A good free remote support software is TeamViewer. It is one of the most popular free remote work, remote control, and remote support platforms. It works well no matter which operating system you have. TeamViewer also works on mobile platforms like Android and iOS devices.
The free solution is great for simple technical support. It allows agents to take control of any device located anywhere in the world provided you are connected via the internet. Also, it provides users the capability to connect remotely with commercial-grade machines, IoT devices, and servers through its secure global network.
TeamViewer’s remote access feature is also pretty easy to use. You just download it, install it, and enter your partner’s connection ID and password. It is that straightforward.
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